AOE Call Center Analyst
apex systemsTempe (AZ)
About the role
AOE Call Center Analyst
Location: Fort Mill, South Carolina or Tempe, AZ - Hybrid - 3 days onsite, 2 Remote
Duration: 6+ months w/potential to extend and/or convert FTE
Role Overview:
This position supports Financial Professionals and their assistants in the purchase of annuities through the Annuity Order Entry platform. The role is part of a specialized customer service team handling a high volume of inbound calls. The Annuity Associate Service Representative will assist with annuity-related inquiries, application processes, and corrections, ensuring timely and accurate issue resolution. This role requires familiarity with standard concepts and procedures within the annuity industry.
Key Responsibilities:
Handle inbound calls from Financial Advisors, their assistants, and internal service partners.
Support annuity application processing and resolve issues related to annuity purchases or corrections.
Provide clear, accurate information on annuity products, policies, and system functionality.
Follow established schedules and adhere to Customer Service Center Hours of Operation.
Escalate complex issues when necessary and collaborate with internal teams for resolution.
Maintain detailed documentation of all interactions and resolutions.
Maintain knowledge of internal processes and system platforms related to annuities.
Maintain knowledge of annuity products supported by the Annuity Order Entry system.
Collaborate with internal business partners to assist with resolving escalations.
Required Qualifications
Experience: 2+ years of previous customer service experience.
Core Competencies:
Customer service skills. Strong written and verbal communication skills. Problem-solving and analytical skills. Ability to collaborate with others. Attention to detail. Ability to perform under pressure to meet deadlines.
Preferred Qualifications:
- A bachelor's degree or equivalent is preferred.
- SIE is preferred.
- Financial services or investment services experience.
- Licenses or Certifications: SIE, Series 6 and/or Series 7.Proficiency with MS Office, BETA, ClientWorks, Service
- Works, Nice, Documentum, or Electronic Order Entry systems.
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